Skills & Competencies for Software Support Engineer I

Software Support Engineer I job profile

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JOB SUMMARY for Software Support Engineer I

Troubleshoots and develops technical solutions related to software and setup errors for field engineers, technicians, and customers.

JOB RESPONSIBILITIES for Software Support Engineer I

Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion. Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources.

Software Support Engineer I SALARY RANGE

BASE 50%
$80,005
TOTAL 50%
$83,245
Job Level
P01
Job Code
IT10000267
Education/Degree
Bachelor's Degree
Reports To
Supervisor or Manager

Software Support Engineer I Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Software Support Engineer I skill and competencie below to view definitions.
INDUSTRY COMPETENCIES JOB FAMILY COMPETENCIES CORE COMPETENCIES
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3 hard skills or competencies (industry competencies) for Software Support Engineer I

1 Industry Competency – Root Cause Analysis
Proficiency Level -1
Skill definition-Identifying and analyzing the causes of issues to reduce recurrence using problem-solving techniques.
Level 1 Behaviors
(General Familiarity)
Describes the concepts and benefits of root cause analysis in process improvement.
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Level 2 Behaviors
(Light Experience)
Collects data for investigations and troubleshooting processing issues for root cause analysis.
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Level 3 Behaviors
(Moderate Experience)
Guides the data collection and review process to support the root cause analysis operations.
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Level 4 Behaviors
(Extensive Experience)
Conducts root cause failure analysis investigations in production and maintenance processes.
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Level 5 Behaviors
(Mastery)
Designs corrective action plan to notify and solve principal customers with major issues.
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2 Industry Competency – Software Product Installation and Support
Proficiency Level -2
Skill definition-Conducting installation and support functions to keep software products up to date and ensure the maintenance of custom software solutions.
Level 1 Behaviors
(General Familiarity)
Cites the emerging technologies, policies, and solutions associated with software product installations.
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Level 2 Behaviors
(Light Experience)
Assists in conducting computer diagnostics to investigate and resolve technical issues for clients.
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Level 3 Behaviors
(Moderate Experience)
Analyzes technical specifications to determine and plan the installation of software systems.
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Level 4 Behaviors
(Extensive Experience)
Evaluates project plans regarding software product installations and upgrades for release and implementation.
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Level 5 Behaviors
(Mastery)
Develops comprehensive installation and support guides to ensure seamless integration of software products.
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3 Software Support Engineer I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Software Support Engineer I
Proficiency Level - 4
5 Competency for - Software Support Engineer I
Proficiency Level - 5

4 general skills or competencies (Job family competencies) for Software Support Engineer I

1 Job Family Competencies – Customer Escalation Management
Proficiency Level -1
Skill definition-Classifying and prioritizing customer concerns and issues based on severity to ensure proper resolution and retain customer trust.
Level 1 Behaviors
(General Familiarity)
Cites the common types of customer escalation systems for proper routing of customer concerns.
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Level 2 Behaviors
(Light Experience)
Adheres to our policies in escalating customer concerns to higher-level departments.
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Level 3 Behaviors
(Moderate Experience)
Defines escalation management guidelines to determine the level of customer service needed.
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Level 4 Behaviors
(Extensive Experience)
Creates an escalation framework to ensure prioritization and escalation of higher-level customer issues.
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Level 5 Behaviors
(Mastery)
Builds an escalation model that explains the importance and procedures for each customer service tier.
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2 Job Family Competencies – Customer Support
Proficiency Level -1
Skill definition-Providing responsive and relevant support to customers to address issues and problems on our products or services and ensure customer satisfaction.
Level 1 Behaviors
(General Familiarity)
Explains the importance of customer support in meeting customer needs and expectations.
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Level 2 Behaviors
(Light Experience)
Identifies customer needs and requirements to meet customer support expectations.
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Level 3 Behaviors
(Moderate Experience)
Leverages tools and resources to provide prompt customer service troubleshooting.
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Level 4 Behaviors
(Extensive Experience)
Recommends improvements to our customer support tools and methods to drive customer satisfaction.
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Level 5 Behaviors
(Mastery)
Establishes best practices in customer support to enhance customer satisfaction and retention.
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3 Software Support Engineer I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Software Support Engineer I
Proficiency Level - 4
5 Competency for - Software Support Engineer I
Proficiency Level - 5

6 soft skills or competencies (core competencies) for Software Support Engineer I

1 Core Competencies – Critical Thinking
Proficiency Level -2
Skill definition-Questioning, analyzing and evaluating various alternatives and situations to draw a rational conclusion independently.
Level 1 Behaviors
(General Familiarity)
Explains the general process of critical thinking.
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Level 2 Behaviors
(Light Experience)
Debates various opinions and suggestions in terms of their relevance to our business.
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Level 3 Behaviors
(Moderate Experience)
Systematizes all aspects of the problem.
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Level 4 Behaviors
(Extensive Experience)
Leads in the search and analysis of solutions using various approaches.
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Level 5 Behaviors
(Mastery)
Develops critical thinking and problem-solving models that positively impact our business.
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2 Core Competencies – Attention to Detail
Proficiency Level -2
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Identifies the procedures for making sure that results are mistake-free.
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Level 2 Behaviors
(Light Experience)
Records all appointments on the calendar to easily track daily activities.
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Level 3 Behaviors
(Moderate Experience)
Reviews and analyzes the accuracy of data and details.
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Level 4 Behaviors
(Extensive Experience)
Designs systems to help the team organize and track details and project progress.
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Level 5 Behaviors
(Mastery)
Develops best practices for identifying and correcting errors, oversights, and omissions.
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3 Software Support Engineer I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Software Support Engineer I
Proficiency Level - 4
5 Competency for - Software Support Engineer I
Proficiency Level - 5

Summary of Software Support Engineer I skills and competencies

There are 3 hard skills for Software Support Engineer I, Root Cause Analysis, Software Product Installation and Support, Software Field Support.
4 general skills for Software Support Engineer I, Customer Escalation Management, Customer Support, Linux, etc.
6 soft skills for Software Support Engineer I, Critical Thinking, Attention to Detail, Time Management, etc.
While the list totals 13 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Software Support Engineer I, he or she needs to be proficient in Critical Thinking, be proficient in Attention to Detail, and be proficient in Time Management.

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